Call Center Assistant Manager - Fort Myers Florida

Company: Saluscare Inc.
Location: Fort Myers, Florida
Posted On: 05/03/2024

This is a responsible position with a great deal of internal and external customer contact. Must exercise independent judgment and demonstrate specific departmental knowledge of all SalusCare programs. This is a working manager position that requires supervising staff and problem solving patient/customer concerns.Provides supervision to Customer Care Call Center staff. Recruits, screens, trains, and recommends the hiring of personnel in compliance with SalusCare policies. Supervises the orientation of new employees, as well as ongoing training, and conducts meaningful appraisals in an ongoing and timely manner.Oversees and directs all aspects of the call center promoting strong customer service skills and guidance to staff answering phones and patient text messages.Dependably ensures initial and ongoing training and mentorship of staff, inclusive of an ongoing demonstration of enthusiasm, and passion for the work delivered by the staff, program and agency.Works daily to ensure Customer Care Center staff meet and/or exceed average call answer percentage of 90% on a monthly basis by utilizing call center trends and adequate staffing levels to meet and exceed customer needs.Monitors staff attendance and performance and addresses performance concerns in a timely and professional manner.Responsible for overseeing Customer Care Call Center Staff time and attendance by utilizing the SalusCare Time Attendance electronic programDemonstrates excellent teamwork marked by mutual respect and collaboration.Monitors accuracy of Customer Care center staff work in opening charts, completing registrations, and scheduling appointments, maintaining a 90% accuracy rating per completion of chart reviews and appointments.Ensures completion of 10 chart reviews weekly for call center staff.Consistently monitors customer satisfaction and makes recommendations to improve same.Monitors statistical data daily on Customer Care Center calls handled, and tracks data for the purpose of evaluating the effectiveness and efficiency of service delivery. Compiles data and analysis monthly for presentation to leadership.Monitors Customer Care staffs responses to texts and ensures all text messages are responded to daily in a professional and accurate manner. Updates texting software patient lists weekly.Productively supports the department and its functions by receiving and handling incoming calls in the event of a shortage of Customer Care Representatives.Regularly maintains compliance with staff development training.Meaningfully participates in development of the program FTE budget and monitoring positions.Consistently maintains compliance with confidentiality and HIPAA standards.Reliably attends meetings as requested by supervisor.Demonstrates and models attitudes and knowledge consistent with co-occurring best-practice standards.Consistently demonstrates cultural sensitivity and ensures staff incorporates cultural humility in all aspects of service delivery to patients.Routinely demonstrates a sound understanding of and commitment to complying with CARF and other regulatory standards.Will attain competence with company electronic health record software and text software and use it effectively within required time frame.Successfully completes other related duties as assigned by Supervisor.Job Type: Full-timePay: $39,000.00 - $54,000.00 per yearBenefits:* Dental insurance* Employee assistance program* Health insurance* Health savings account* Life insurance* Paid time off* Vision insuranceSchedule:* 8 hour shift* Holidays* Monday to Friday* No weekendsEducation:* High school or equivalent (Required)Experience:* Customer Service: 3 years (Required)* Call center management: 1 year (Required)Ability to Relocate:* Fort Myers, FL 33901: Relocate before starting work (Required)Work Location: In personby Jobble More...

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